Customer Experience Manager – Russian Speaking

Webhosting; Lisboa; Presencial; EUR 53 000 - 73 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity plan

Resumo da oferta

Cloudflare is seeking a Customer Experience Manager (Russian speaking) in Lisbon. You will lead the post-sale journey from onboarding to renewal, acting as a trusted advisor and commercial owner of the account.

You will partner with Sales to forecast, drive renewals, upsell opportunities, and minimize churn while embedding AI-driven optimization into daily workflows to improve customer outcomes. The role emphasizes ROI articulation, cross-functional collaboration, and long-term customer success

Qualificações

• Experience managing post-sale customer journey including onboarding through renewal.
• Ability to articulate ROI and business value to stakeholders.
• Strong collaboration with Sales and cross-functional teams to drive retention and growth.

Responsabilidades

• Lead customer lifecycle from onboarding to renewal.
• Own renewal contracts and forecast for your book of business.
• Negotiate renewals and pricing to create win-win outcomes.
• Collaborate with Product, Engineering, Support, Marketing to align on customer needs.
• Use data analysis to identify upsell opportunities and measure impact.
• Draft renewal communications using AI tools and summarize quarterly reviews.

Conhecimentos

Customer relationship management

Negotiation

Data analysis

Cross-functional collaboration

AI/Automation familiarity

Descrição da oferta de emprego

Customer Experience Manager – Russian Speaking

Cloudflare ·United States, Lisbon, Portugal

Hybrid Full-time Not specified Customer Support

Job Description

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a “normalized” problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Location: Lisbon, Portugal

What You’ll Do

The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted business advisor and a commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value and ultimately successfully close renewals maximizing upsells and minimizing churn. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and contribute to critical engagements like Executive Business Reviews. In addition, you will embed AI-driven optimization into your daily workflows-using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.

Key Responsibilities

Customer Lifecycle & Success

Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.

Be a Trusted Advisor to your customers by helping them adopt the Cloudflare products and services to meet their needs and make them successful

Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.

Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.

Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.

Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.

Commercial & Renewals

You are ultimately responsible for the retention and growth of your book of business. You will own and drive the renewal including maintaining and reporting an accurate weekly forecast.

Negotiate and execute renewal contracts in accordance with customer objectives.

You will be an expert in deal construction and pricing strategy. You will directly be designing renewals to create a win-win for customers and Cloudflare.

Analyze data and leverage tools to identify selling opportunities and business value.

Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.

Cross-Functional & Operational Management

Develop and maintain long-term relationships with stakeholders in your account portfolio.

Work cross-functionally with Product, Engineering, Support,Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.

Manage customer feedback and product needs by providing feature requests to internal partner teams.

Able to prioritize effectively to handle multiple deals at the same time.

Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.

Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.

Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.

AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Compensation

For Portugal based hires: Estimated annual salary is between €53,000 – €73,000.

This role is eligible to earn incentive compensation under Cloudflare’s Sales Compensation Plan. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo : Since 2014, we’ve equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers–at no cost.

Athenian Project : In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we’ve provided services to more than 425 local government election websites in 33 states.

1.1.1.1 : We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use – it is the first consumer-focused service Cloudflare has ever released. Here’s the deal – we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person’s, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [e-mail] or via mail at 101 Townsend St. San Francisco, CA 94107.